Herrera HeadhuntersRemote
Bilingual Customer Success Manager – FR, ENG
Mauritius
Contract
3 weeks ago
No Sponsorship
Key skills
AISaaSCRMStakeholder ManagementA/B TestingCommunicationAccount ManagementSales
About this role
Role Overview
- Act as the primary point of contact for all assigned clients
- Build strong, long-term relationships with decision-makers
- Conduct regular check-ins, QBRs, and performance reviews
- Drive retention and expansion within your portfolio
- Ensure strong product adoption and feature utilization
- Monitor usage metrics and engagement indicators
- Identify churn risks and proactively implement retention strategies
- Partner with Sales on renewals and upsell opportunities
- Advise clients on building and optimizing WhatsApp marketing campaigns
- Help structure messaging flows, segmentation, and automation
- Analyze campaign results and provide actionable insights
- Track KPIs related to adoption, retention, and campaign performance
- Identify growth opportunities within accounts
- Generate message templates and automation flows
- Promote AI-powered product features
- Maintain structured account notes and CRM updates
- Contribute to improving CSM processes and playbooks
Requirements
- Mandatory: SaaS Experience
- Previous experience working in a SaaS/software company (strongly preferred)
- Understanding of subscription models
- Customer lifecycle management
- Product adoption metrics
- Churn prevention strategies
- Expansion and upselling within SaaS environments
- Candidates without SaaS experience will not be considered
- Mandatory: Excellent Communication Skills (French & English)
- Fully bilingual in French and English (spoken & written)
- Able to conduct client meetings in French
- Comfortable collaborating with international teams in English
- Strong presentation and stakeholder management skills
- Communication quality is critical for this role
- Strong Plus: Marketing Knowledge
- Experience in email marketing
- SMS marketing
- Retention marketing
- Customer journey optimization
- Clients expect strategic guidance, not only account management
- WhatsApp Campaign Expertise
- Comfortable designing campaign flows, advising on best practices, and improving performance through A/B testing
- Bonus: AI Familiarity
- Experience with tools such as ChatGPT or similar AI assistants is a strong plus, as the company is AI-focused and integrates AI into its workflows.
Benefits
- Ideal profile
- 3+ years of experience as a CSM in a SaaS environment
- Experience managing 40–80 accounts simultaneously
- Data-driven mindset
- Strong ownership and accountability
- Comfortable in a fast-paced, remote environment